Read e-book online Are Your Customers Being Served? (Easy Step by Step Guides) PDF

By Pauline Rowson

ISBN-10: 0954804554

ISBN-13: 9780954804558

Many firms chase the Holy Grail of acquiring new shoppers, spending time, funds and effort on profitable them basically to supply them with a product or service that particularly frankly is inferior. What a waste! If we don't take care of our buyers then another individual will. additionally, these disenchanted shoppers will inform others approximately their adventure, and as soon as an supplier earnings a damaging attractiveness this can be very tricky to alter it. Having an excellent acceptance for great carrier and items is one very winning approach of creating a aggressive virtue. This e-book appears to be like at: how one can win extra company via protecting buyers and gaining options from them; the way to fulfill your buyers' wishes; the best way to strengthen a good customer support coverage; how you can use confident behaviour and angle to win extra company; find out how to construct a greater rapport along with your shoppers; and the way to address anger, lawsuits and hard shoppers and switch them into chuffed buyers.

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Example text

A presentable appearance and good body language Staff who deal with customers, whether it be face-toface or on the telephone, give out an impression of the organization. This impression is based on the following: 55% of the impression we make on other people is determined by what they SEE. This includes our colouring, appearance, posture, body language, facial expression, eye contact and handshake. 38% of the impression we make on others is determined by what they HEAR. How our voice sounds. Is it empathetic?

How am I treated when I telephone or visit them? how responsive are they to my requests and demands? do they have the depth of specialist knowledge? what is the cost and can I afford it? can I relate to my lawyer? The legal firm must make sure it delivers on all the above. If it fails to live up to expectations then the customer (or client) will be dissatisfied with the service, and might also tell others, thereby damaging future business for the firm. pmd 36 29/08/2006, 14:14 W HO ARE YOUR CUSTOMERS ?

Toilets – are there adequate toilet facilities? Are they cleaned regularly? Equipment – do staff have the right equipment for the job? Inadequate and frequently failing equipment is often a demotivating factor and causes unnecessary delays and therefore lost profits. So how did your organization score? Are there any areas that you need to look at and correct? Make a list of them, and draw up a timetable and budget to implement. Before you do this though you might like to ask your customers, staff and other visitors for their views and requirements.

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Are Your Customers Being Served? (Easy Step by Step Guides) by Pauline Rowson

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